Issue with Telnyx Number on Vapi: Bot Can't Hear M...
# support
s
I imported my Telnyx number directly into Vapi but the bot doesn't hear me and my voice doesn't appear in the recordings, do you know what could be causing this? Thank you! https://cdn.discordapp.com/attachments/1354125289743056916/1354125289948581929/telnyx.jpeg?ex=67e426f3&is=67e2d573&hm=30e1b23075110b54fac178f2dc02af68e4e5c723aaefd3558e7c446005ec101b&
v
Thanks for reaching out about your Telnyx number integration issue! To help troubleshoot why the bot can't hear you and your voice isn't appearing in recordings, I'll need a bit more information about your setup: 1. Have you verified that the Telnyx number was successfully imported? Sometimes the import process might appear complete but there could be activation issues. 2. What SIP configuration are you using? According to our [Telnyx integration guide](https://docs.vapi.ai/advanced/sip/telnyx), specific SIP settings are required for proper audio transmission. 3. Have you checked your network configuration? Firewalls or NAT settings might be blocking the SIP protocol traffic. 4. Are you seeing any specific error messages in either the Vapi dashboard or Telnyx logs when making calls? 5. Have you configured the webhook URL in Telnyx to correctly point to the Vapi endpoint? 6. Which assistant have you assigned to this phone number in the Vapi dashboard? This information will help me provide more targeted troubleshooting steps for your specific situation. Source: - [Telnyx integration guide](https://docs.vapi.ai/advanced/sip/telnyx)
Hi there! 👋 Sorry to hear you're having trouble with your Telnyx number integration. I'm unable to pinpoint the exact cause of your specific issue without seeing your complete configuration details, but I can definitely help with some common troubleshooting steps for this exact problem! Based on the information I've found, here are some potential solutions to try: ### Check Your Telnyx Configuration in Vapi 1. **Verify SIP Trunk Configuration**: According to the [Vapi documentation](https://docs.vapi.ai/advanced/sip/telnyx), ensure your SIP trunk is correctly configured with: - Gateway IP:
sip.telnyx.com
- FQDN:
sip.vapi.ai
- Port:
5060
(default port for SIP communications) 2. **Check Authentication Settings**: Make sure your authentication settings are properly configured on both Telnyx and Vapi sides. Incorrect authentication can prevent proper audio transmission. 3. **Transcriber Settings**: Try changing the transcriber. Some users have reported that switching from Deepgram to another transcriber like Azure resolved similar issues where the bot couldn't hear them. ### Audio Input Troubleshooting 1. **Enable Recording**: Ensure that recording is enabled by setting
recordingEnabled
to true for your calls. 2. **HIPAA Compliance Setting**: Check that the
hipaaEnabled
setting is turned off, as recordings won't be stored if
hipaaEnabled
is set to True, even if
recordingEnabled
is set to true. 3. **Voice Activity Detection (VAD)**: The VAD settings might need adjustment to properly capture your speech when it starts. 4. **Telnyx Denoiser**: Telnyx has a built-in denoiser feature that can be enabled to potentially solve audio issues. Check if this is enabled in your Telnyx settings. ### Network and Connectivity 1. **Network Configuration**: Verify that your network allows traffic on the SIP protocol and that any firewalls or NATs are configured to allow SIP messages to pass through.
2. **SIP URI Format**: Ensure any forwarding numbers are in the correct E.164 format (e.g., +15558675309). 3. **Inbound Requests**: Confirm you're sending inbound requests to
sip.vapi.ai
. All requests and traffic to Vapi's IP addresses are blocked. If you're still experiencing issues after trying these steps, would you be able to provide more details about your setup or any error messages you're seeing? I'd be happy to help further! Sources: - [Vapi documentation](https://docs.vapi.ai/advanced/sip/telnyx) - [Discord thread on Telnyx integration](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1344680024665493524) - [Discord thread on audio issues](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1337367225384046634) - [Discord thread on recording issues](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1332377462805368923) - [Discord thread on transcriber settings](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1343612796717371393)
k
Hey! To help track down this issue, could you share: - The call ID This would really help us figure out what went wrong!
w
Hello, we have the same issue, what the person says is not understandable also in audio recording: Call IDs: 573ff7d8-60d1-496e-9279-99474c85d9f1, 2dbcba1e-c7be-4302-b071-95a365e5d744
k
Hey Sonia, I checked with my team regarding this, and according to them, Telnyx produces some drifts which result in user audio being distorted. Actually, what happens is that the customer doesn't get recorded or customer doesn't get the audio with results into customer audio distortion. Telnyx is new but eventually over the time these issue will be fixed.
cc: wunderwaffe
s
Thank you so much!
k
Marking this ticket as Solved ✅